IT Apps Support Associate
Job Summary
The Associate, IT Application Support is responsible in providing technical support to end users with the operation and functionality of software applications. Duties includes implementation/roll-out, optimizing software application performance, installing updates, and performing debugging procedures. He/She responds to technical problems that occur abruptly and require immediate solutions.Duties and Responsibilities
1. Provide Application Implementation and Transition Support
Support production deployments, releases, and application rollouts.
Perform post-deployment validation and testing activities.
Participate in Hypercare and stabilization support after go-live.
Coordinate implementation activities with project and business teams.
Maintain implementation, support, and operational documentation.
Ensure adherence to change management and release management processes.
Assist in transition activities from project to operations support.
Provide deployment-related issue resolution and support.
2. Provide Application Operations and Maintenance Support
Resolve incidents, service requests, and production issues.
Troubleshoot application defects and configuration issues.
Monitor application health, interfaces, integrations, and batch processes.
Perform routine maintenance and configuration updates.
Escalate complex issues to vendors or L3 support teams.
Communicate incident updates and resolutions to end-users.
Maintain and update knowledge articles and operational procedures.
Participate in problem management and service improvement activities.
Implement fixes for software defects and configuration-related issues.
Technical Competencies and Skills
Problem-solving skills – identifies and resolves problems in timely manner, gathers and analyses information skilfully, develops alternative approaches and ideas Communication skills – writes clearly and informatively, speaks clearly Customer service skills – can respond effectively to inquiries or complaint, can apply effective interpersonal skills People management skills – can keep the team motivated and maintain positive and productive work environment Planning skills – can effectively identify tasks, organize, assign work based on competency of resources in order to accomplish goals .Education, Trainings and Licenses Required
College degree preferably in Computer Science, Computer Engineering, BS Information Technology (or related 4-year course) WORK EXPERIENCE Minimum of 1 year experience supporting application systems Minimum of 1 year experience in VB.NET and MS SQL/MySQL Experience in one or more of the following technologies will be an advantage: HTMLS, Cascading style sheet (CSS), Adobe ColdFusion 10, Delphi Programming Language, Java/PHP Scripting